Contact Centre Representative (Credit Counsellor, Client Account Management)

Overview

As a Credit Counsellor in CIBC’s Client Account Management Department, you will help clients manage outstanding debts and improve their financial wellbeing by exploring repayment options and providing personalized solutions.

Responsibilities

• Engage with clients to understand repayment challenges and discuss options.
• Assess client profiles to identify reasons for delinquency and develop appropriate repayment plans.
• Explain contractual obligations and terms to clients in a clear, empathetic manner.
• Ensure clients are aware of all available solutions to prevent further delinquencies.
• Maintain ownership of all client calls, handling inbound and outbound calls professionally.
• Resolve client concerns by gathering information and utilizing internal resources.
• Report performance metrics regularly and participate in coaching sessions.
• Efficiently capture accurate information across multip...